Guest Services Manager

Exciting opportunity to join the Hilton Charlotte University Place as a Guest Services Manager. Our ideal candidate can deal efficiently with guest requests and has a solid customer service approach. Responsibilities: This is a supervisory role with direct reports including Front Desk Agents, and Night Audit. • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example. • Encourages and builds mutual trust, respect, and cooperation among team members. • Serves as a role model to demonstrate appropriate behaviors. • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. • Ensures recognition of employees is taking place across areas of responsibility. • Manages day-to-day operations, ensuring the quality, and standards and meeting the expectations of the customers on a daily basis. • Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results. • Review staff levels to ensure that guest service, operational needs, and financial objectives are met. • Manages department controllable expenses to achieve or exceed budgeted goals. • Handle guest complaints and verify that all guest issues are resolved. • Verifies compliance with all department, property, and company policies, standards, and procedures. • Provides services that are above and beyond for customer satisfaction and retention. • Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. • Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations. • Empower employees to provide excellent customer service. • Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience. • Review guest satisfaction results and other data to identify areas of improvement. • Responds to and handle guest problems and complaints. • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. • Solicits employee feedback utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns. • Verifies employees are treated fairly and equitably. • Manages employee progressive discipline procedures for Front Office Staff. • Administers the performance appraisal process for direct report managers. • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. • Analyze information and evaluate results to choose the best solution and solve problems. • Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner. • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence. Qualifications: Must have open availability to include days, nights, weekends, overnights and holidays, as needed for business demands Education: • High school or equivalent (Preferred) Experience: • Front Office Management: 3 years (Preferred) Hotel Management: • 3 years (Preferred)

• This is a supervisory role with direct reports including Front Desk Agents, and Night Audit. • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision-making; demonstrates honesty/integrity; leads by example. • Encourages and builds mutual trust, respect, and cooperation among team members. • Serves as a role model to demonstrate appropriate behaviors. • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. • Ensures recognition of employees is taking place across areas of responsibility. • Manages day-to-day operations, ensuring the quality, and standards and meeting the expectations of the customers on a daily basis. • Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results. • Review staff levels to ensure that guest service, operational needs, and financial objectives are met. • Manages department controllable expenses to achieve or exceed budgeted goals. • Handle guest complaints and verify that all guest issues are resolved. • Verifies compliance with all department, property, and company policies, standards, and procedures. • Provides services that are above and beyond for customer satisfaction and retention. • Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. • Displays leadership in guest hospitality exemplifies excellent customer service and creates a positive atmosphere for guest relations. • Empower employees to provide excellent customer service. • Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience. • Review guest satisfaction results and other data to identify areas of improvement. • Responds to and handle guest problems and complaints. • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance. • Solicits employee feedback utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns. • Verifies employees are treated fairly and equitably. • Manages employee progressive discipline procedures for Front Office Staff. • Administers the performance appraisal process for direct report managers. • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. • Analyze information and evaluate results to choose the best solution and solve problems. • Informs and/or updates the executives, peers, and subordinates on relevant information in a timely manner. • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.